Customer Service Policy

This Customer Service Policy outlines the complete set of standardized service rules, shopping terms, logistics arrangements, after-sales guarantees, and customer support principles applicable to all orders placed on our official skincare website. Designed to deliver a transparent, reliable, and user-friendly shopping experience for global customers, especially consumers located in the United States, this policy covers order settlement, shipping & delivery, tariff liability, return & refund mechanisms, and official consultation channels. All services are implemented in strict accordance with unified standards to ensure fairness, consistency, and professionalism for every customer.

1. General Shopping & Settlement Rules

To simplify the global shopping process and eliminate confusing exchange rate fluctuations and inconsistent pricing issues, our website adopts a unified currency settlement standard. All product prices, discount calculations, order settlements, and refund transactions are denominated in USD uniformly. The displayed prices on all product pages are final transaction prices, with no hidden charges, additional service fees, or unexpected surcharges of any kind.

All promotional discount activities on the site are applicable to all customers equally. We provide high-value exclusive discounts for all skincare products all year round, ensuring every customer can purchase professional dermatologist-trusted skincare products at cost-effective prices. All discount rules are transparent and displayed on the product and activity pages in real time, enabling customers to clearly understand the preferential benefits of each order.

2. Shipping, Delivery & Tariff Policy

We adhere to a customer-oriented logistics service standard and provide inclusive and worry-free shipping services for all global orders. The core purpose of this policy is to completely eliminate the extra shopping costs and uncertain shopping risks that often exist in cross-border e-commerce transactions, allowing customers to shop with complete peace of mind.

In terms of order processing efficiency, all confirmed and paid orders will be processed and arranged for shipment within the official processing cycle. Our professional warehouse operation team will complete product inspection, packaging, and outbound delivery in an efficient manner to ensure the timeliness and freshness of all skincare products. After the order is dispatched, relying on our optimized global logistics network and stable cross-border transportation channels, the standard delivery period for all orders covers a stable and predictable time range, enabling customers to accurately estimate the arrival time of their packages.

In terms of shipping costs and tariff liabilities, we implement a full-benefit service rule for all customers. Our website providescompletely free global shipping services for all orders without any minimum order amount restrictions. No matter the order value, customers do not need to bear any shipping fees, packaging fees, or logistics handling fees. More importantly, we independently undertake all applicable tariffs, customs duties, and cross-border inspection fees generated during the international transportation and customs clearance process. All customs-related costs and procedural risks are borne entirely by our platform. Customers will never receive any tariff payment notices or additional fee requests during the whole shopping and receiving process. All displayed prices on the website are the final all-inclusive prices, which fundamentally avoids the hidden cost problem common in cross-border shopping.

3. Return & Refund Service Policy

We always put customer satisfaction and shopping rights protection in the first place. Based on the personalized characteristics of skincare product use and the particularity of cross-border transactions, we have formulated a flexible, lenient, and industry-leading after-sales return and refund policy to fully protect the legitimate rights and interests of every customer.

We support a long-term universal return service for all products sold on the site. Customers can apply for a return service within the official valid return period after receiving the products. The applicable scenarios for returns include but are not limited to: unsatisfactory product experience, inappropriate product texture or efficacy for personal skin conditions, incorrect order delivery, product packaging damage during transportation, and other reasonable personal or objective reasons. We fully respect the individual differences of skin use and personal consumption preferences, and will not set arbitrary return barriers for customers.

After customers successfully submit a valid return application and send back the products in accordance with the specified return process, our professional after-sales team will complete the inspection and verification of the returned goods in a timely manner. After the return application is confirmed to be compliant and valid, we will complete the refund processing within the official refund cycle. The refund will be returned to the customer’s original payment account in full. The whole refund process is standardized, transparent, and efficient, ensuring that customers can recover their funds in a timely manner.

All return and refund services follow the principle of fairness and rationality. We will strictly verify each return application to ensure the legitimate rights and interests of both customers and the platform, and provide efficient and humane after-sales solutions for every compliant return request.

4. Customer Consultation & Support Service

We provide stable, professional, and one-stop customer consultation support services for all users. To ensure that customers can obtain accurate and official solutions when encountering shopping doubts, product consultation, or order problems, we have set up a dedicated and independent customer service channel. All customers can initiate consultation and feedback through the Contact Us page on our official website.

Our customer service team is professionally trained, familiar with all product attributes, skincare efficacy characteristics, order rules, logistics processes, and after-sales policies. The consultation scope covers product ingredient inquiry, skin suitability analysis, daily skincare matching suggestions, order progress inquiry, logistics status tracking, return and refund process guidance, policy interpretation, and all other shopping-related questions. We adhere to the service tenet of patience, professionalism, and efficiency to respond to customer feedback in a timely manner, solve customer doubts and problems, and create a secure and reassuring shopping communication environment.

5. Service Commitment & Policy Update Statement

We have always adhered to the service philosophy of professionalism, transparency, inclusiveness, and humanity. All customer service rules are formulated based on global cross-border e-commerce service standards and customer actual needs, aiming to provide every customer with high-quality, low-cost, and worry-free professional skincare shopping services. From product quality control, logistics and tariff guarantees, to flexible after-sales protection and professional customer consultation, every service link is optimized around customer experience.

We reserve the right to adjust and optimize the service policy content according to business development, industry rule updates, and customer demand changes to ensure that the policy is always in line with the best service standards. All updated service rules will be displayed on the official website in a timely manner, and the latest published content shall prevail. All customers who browse and purchase products on our website shall be deemed to have voluntarily recognized and accepted all the terms of this Customer Service Policy.

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